Website account creation guide
Visit the guide and follow the step-by-step instructions to create an account on the Military OneSource website: Military OneSource Website Account Creation Guide.
Zoom for Government resource guide
The following resource guide reviews how to utilize ZoomGov.com: Zoom for Government Resource Guide.
How sessions work
Once enrolled with Military OneSource, you’ll be ready to see clients and earn $100 per 45 min session (similar to EAP). However, managing clients from Military OneSource is a bit different than other plans.
How to manage Military OneSource clients on and off Headway:
- [Off-Headway] Receive referral via phone: An MOS triage consultant will call you with a referral. Once you accept the referral, you will be able to schedule the first session with the client. More details will be shared during training.
- [On-Headway] Add client: After accepting the referral, you must add the MOS client to your HW client list using available patient data (i.e., name, email, phone, eCMS case ID, Zoom for government link).
- [On-Headway] Manage session: Create and manage your MOS session through the Headway calendar.
- [Off-Headway] Conduct session: Conduct the MOS session using the provided government Zoom link. More details will be shared during training.
- [Off-Headway] Complete required actions for session billing on secondary government platform: Complete the Case Activity Report (CAR) form to bill the session. More details will be shared during training.
- [On-Headway] Confirm session on Headway to receive payment: Be sure to confirm the session on Headway after completing CAR form to trigger payments on Headway's normal payment schedule.
As we continue the partnership, we'll let you know if there are any specific steps or changes to the session scheduling & confirmation process.
Payments
For each completed MOS session, you'll earn $100. To trigger payment for a completed session, you must:
- Complete a Case Activity Report (CAR) billing form to confirm sessions off of Headway on a secondary government platform.
- Log into the Headway provider portal to confirm and attest to the appointment
After completing the above actions, payments will be paid out on Headway's normal payment schedule.
Cancellations and no-shows cannot be billed on or off of the Headway platform, but you'll still need to document them through the CAR billing form.
CAR form documentation
For information on the Case Activity Report, visit the guide: Military OneSource Network Providers Secondary Data System (SDS) and Case Activity Report (CAR) Form Resource Guide.
For information specifically on Headway's billing information, visit the info sheet: Headway Billing Entity and NPI by State.
Headway's risk assessment training guide and template
This training guide applies to all Headway providers delivering behavioral health
services through the Military OneSource (MOS) program: Military OneSource Risk Assessment.
Managing your MOS caseload
Troubleshooting scheduling issues
If an MOS client isn't appearing as bookable in your calendar, try these steps before contacting support:
- Remove any "Unavailable" blocks covering the time you want to schedule. Go to your Headway calendar and delete or adjust unavailability blocks during that window so the time shows as open.
- Check your synced external calendar for conflicts. If you sync a Google, Outlook, or Apple calendar with Headway, events on that calendar can block your availability. Open your external calendar and remove or reschedule any conflicting events.
- Try scheduling again after completing both steps above.
If you've completed these steps and are still unable to schedule, please contact Headway support.
Confirming sessions for MOS clients
Confirming sessions for MOS clients requires one additional step compared to standard sessions. When entering your CAR submission date, enter the date one day after the session actually took place.
Example: If the session occurred on March 10, enter March 11 as the CAR submission date.
Important: This date entry does not affect your payout. Your payment is calculated based on the actual session date — there is no financial impact from entering the CAR date as described above.
If you continue to experience issues after following this step, please contact Headway support.
Correcting client information
If you've entered incorrect patient information — such as a misspelled name or wrong email address — do not create a new client record. Contact Headway support and our team will make the correction directly in your records.
Please include the following when you reach out:
- The client's name as currently entered
- The correct information
- The type of error (name, email, date of birth, etc.)
We'll confirm once the update has been made.
Updating your MOS status or Evernorth directory listing
If you've stopped accepting MOS clients and are still appearing as available, or if Evernorth's directory shows incorrect information about your practice (location, specialty, availability, etc.), Headway can submit an update on your behalf.
To request a correction, please contact Headway support with:
- Your full name and NPI number
- The specific information that needs to be updated
- What the correct information should be
Our team will submit the update to Evernorth and follow up once it's been processed. Please allow 5–7 business days for changes to reflect in the directory.
Client cancellations and no-shows
Cancellation fees cannot be charged for MOS clients. Because Military OneSource is a no-cost benefit for service members and their families, federal regulations prohibit billing for cancellations and no-shows — you cannot charge clients directly for missed appointments.
That said, all sessions must still be documented through the CAR billing form on the government platform, including cancellations and no-shows. Your MOS training will walk you through how to access and complete these forms.
Do not confirm cancelled sessions in your Headway account.